Workforce Supervisor for - Alabang and Quezon City

WNS Global Services, Inc.; Muntinlupa; On-site; PHP 450,000 - 650,000; Full time

Job summary

WNS Global Services, Inc. in Metro Manila is seeking a WFM Supervisor/Team Lead to help manage staffing and operational efficiency in a dynamic BPO environment. You will contribute to forecasting, scheduling, and performance tracking across shifts.

The ideal candidate has at least 3 years of WFM experience in a BPO setting, is comfortable with shifting schedules, and can coordinate with cross-functional teams in Alabang or Quezon City.

Qualifications

• At least college level.
• 3 years of related work experience in WFM functioning as Supervisor/Team Lead in a BPO setting.
• Experience in forecasting, scheduling, and WFM analytics.

Responsibilities

• Assist the WFM Manager in developing and implementing workforce planning strategies to align staffing levels with business needs and operational goals.
• Support the forecasting process by analyzing historical data, call volume trends, and other relevant metrics to accurately predict future workload demands.
• Collaborate with WFM analysts and operations leaders to develop optimized schedules that balance employee preferences, operational requirements, and service level targets.
• Coordinate scheduling activities, including shift bidding, time-off requests, and schedule adjustments, to ensure adequate coverage and minimize disruptions.
• Monitor real-time performance metrics and assist in making adjustments to schedules and staffing levels to address fluctuations in call volume and service level adherence.
• Assist in the development and maintenance of reporting dashboards, KPIs, and performance metrics to track workforce productivity, efficiency, and service quality.
• Provide guidance and support to WFM team members, including analysts, schedulers, and real-time monitors, to ensure adherence to best practices and operational standards.
• Conduct regular reviews and audits of scheduling processes, data accuracy, and compliance with company policies and regulatory requirements.
• Serve as a liaison between the WFM team and other departments, providing updates, sharing insights, and addressing operational concerns as needed.
• Amenable to work in a shifting schedule.
• Amenable to work in Alabang or Quezon City.

Skills

WFM supervision

Call center scheduling

Forecasting

Performance metrics

Education

College level

Tools

Workforce management software

Job description

Job Description and Qualifications:

• At least College level
• 3 years’ related work experience in WFM functioning as Supervisor/Team Lead in a BPO setting.
• Assist the WFM Manager in developing and implementing workforce planning strategies to align staffing levels with business needs and operational goals
• Support the forecasting process by analyzing historical data, call volume trends, and other relevant metrics to accurately predict future workload demands.
• Collaborate with WFM analysts and operations leaders to develop optimized schedules that balance employee preferences, operational requirements, and service level targets.
• Coordinate scheduling activities, including shift bidding, time-off requests, and schedule adjustments, to ensure adequate coverage and minimize disruptions.
• Monitor real-time performance metrics and assist in making adjustments to schedules and staffing levels to address fluctuations in call volume and service level adherence.
• Assist in the development and maintenance of reporting dashboards, KPIs, and performance metrics to track workforce productivity, efficiency, and service quality.
• Provide guidance and support to WFM team members, including analysts, schedulers, and real-time monitors, to ensure adherence to best practices and operational standards.
• Conduct regular reviews and audits of scheduling processes, data accuracy, and compliance with company policies and regulatory requirements.
• Serve as a liaison between the WFM team and other departments, providing updates, sharing insights, and addressing operational concerns as needed.
• Amenable to work in a shifting schedule
• Amenable to work in Alabang or Quezon City